Service Desk Support - lvl 1 & 2

Job Title: Service Desk Support - lvl 1 & 2
Contract Type: Contract
Location: Melbourne, Victoria
Salary: Negotiable
Start Date: 24/03/2020
Reference: JO-2003-99941_1584601264
Contact Name: Maddison Glass
Contact Email:
Job Published: March 19, 2020 18:01

Job Description

The IT Service Administrator position will provide End User Support to our clients user community. The role is a key client facing role and requires mature communication skills, user empathy, and a pragmatic approach to triage and resolution of problems. You will be providing 1st and 2nd level support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers, Smartphones.

Key Responsibilities:

  • Escalate unresolved calls to level 2/3 support
  • Arrange for external technical support where problems cannot be resolved in house
  • Service Desk Incident Management
  • Receiving, logging and managing calls from internal staff via telephone and email regarding IT issues and queries
  • Troubleshoot basic network issues
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles


  • 100% of incidents managed to resolution
  • All tickets updated within SLA
  • Ensure that all incidents and requests contain sufficient and accurate information
  • All service requests/calls updated within 1 day of receipt
  • Service Requests for new user and delete user are actioned within SLA
  • Deployment of PC's within SLA

To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx). Want to know more about Davidson? Visit us at